FAQs

What Does Lurline’s Website Offer?
Lurline’s official website offers our items from the latest seasons. Our pret-a-porter items are available in stock service, while our demi-couture items are available on a made to order bases.

When Will You Start to Sell Online?
Our products are available for purchase now :) We’ll make sure to keep you updated via our social media accounts as well as by email through the mailing list for the latest collections.

What is a Made to Order? How Can I Purchase a Made to Order Garment?
On our official website, our demi-couture pieces are only available on a Made to Order bases. If you are interested in purchasing any of these garments, please email customercare@lurlineofficial.com to place an order or if you have any further enquiries.

To place an order a deposit will be required. Once the item(s) is complete, the balance will be required prior to shipment.

The Item I want is Sold Out, What Can I Do?
If an item you are dying for is sold out, why don’t you try your chances and e-mail us at customercare@lurlineofficial.com. We’ll see what we can do for you as our goal is to make you happy!

What is The Delivery Policy?
If you purchase items that are in stock, items are expected to be shipped within 2-4 business days upon purchase and expected delivery date is between 7- 10 business days upon purchase. We will endeavour to ship the items as soon as possible.

As soon as your items are shipped, we will send you an e-mail with a tracking number, that will allow you to follow your item(s) on their journey to you.
If you order a made to order item(s), the estimated delivery is dependent on the time it takes to make the specific garment(s). This will be communicated to you prior to any purchase(s) via email.

Please note that due to the current climate with COVID-19, delivery times may vary.

How Do I Find Out When Items Will Be Available for Immediate Purchase?
Sign up to our mailing list to receive our newsletters to find out as soon as collections are available for immediate purchase. Subscribing to our newsletters also means that you will be the first to find out about events and offers! Alternatively, you can follow us on our social media accounts at @lurlineofficial .

How Do I Make Changes to My Order?
Don’t stress! Just contact us on customercare@lurlineofficial.com and a member of our team will be in touch to help you.

Return & Exchange Policy
If at the event you find yourself wanting to return or exchange your purchase, you have 10 days from receiving your order to arrange for your exchange or return. You can do this by contacting our customer care team at customercare@lurlineofficial.com and we will help you book your complimentary collection and have your item(s) sent back to us. We are happy to exchange any unworn items for the same style in another size given stock availability.
Please have your order number as the subject heading of the e-mail. Please note, that the item must be in the same condition, unworn, unwashed, unaltered, undamaged and in the same box with any of the included original packaging which may include hangers and/or garment bags. Returns are not accepted for made to order garments.

Do I Need to Set Up an Account?
It is not mandatory to set up an account, but if you do, you will be able to enjoy the benefits an account holder has. Please see below for the benefits associated with having an account:

o You will be part of the Lurline club.
o Be the first to know about the latest exclusives and news.
o You can save multiple addresses, making your checkout process quicker.
o You can track your orders once they have been shipped.
o You can check and get updates regarding your order status once you make your pre-order.
o Reset your password

Is It Safe to Use My Credit Card to Purchase On The Lurline Official Store?
Your private and personal online security is important to us. Our website is operated through Shopify. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall. Shopify has its shopping cart hosted on a Level 1 PCI DSS compliant server. In other words, your data is secure. We also accept payments through Paypal.

If you have any questions regarding secure payments, please contact us on customercare@lurlineofficial.com

Which Countries Does Lurline Ship to?
We ship worldwide. You can choose this on the checkout page when you are ready to purchase your order.

How Are Duties and Taxes Paid?
For international orders, your order will be subject to duties and custom levies. We are working on having all inclusive duties and customs charges upon check out for an easier shopping experience.   

Do I Need to Sign for My Order?
Yes, due to the fact that our goods are high in value. We need to make sure that you receive your order and therefore require your signature as proof of delivery.

Additional Inquiries
If you have any additional inquiries, please contact us on our customer care services e-mail: customercare@lurlineofficial.com and a member of our team will shortly be in contact with you.